FAQ's
Welcome to the Scooter Hut FAQ!
We’re here to help with all your e-scooter questions, from ordering and servicing to product care and warranties. Whether you're a seasoned rider or just getting started, we’ve gathered the most common questions our customers ask to make your experience smooth and enjoyable. If you can’t find the answer you’re looking for, don’t hesitate to reach out to our friendly customer service team — we're with you all the way!
1. Order and Shipping
2. Returns, Exchanges, and Refunds
3. Payment and Credits
4. Warranty and Servicing
5. Product Information and Compliance
6. Product Issues
7. Click & Collect (C&C)
8. Additional Services
9. E-Scooter Questions
10. Miscellaneous
1. Order and Shipping
Order Placement & Amendments
How do I order a part or accessory for my e-scooter?
A: If you can’t find a part or accessory on our website, no worries! Just contact our customer service team with a photo of the part you need, along with your scooter’s make and model, and we’ll help you get it.
How do I cancel or amend my order (including Click & Collect)?
A: If you need to cancel or make changes to your order, just reach out to our customer service team with your order number. We’ll take care of it, as long as the order hasn’t been shipped yet.
Can I redirect my order or what if I shipped it to the wrong address?
A: If you’ve entered the wrong address, wait until you receive your shipping confirmation. You can then contact Direct Freight directly to request a redirection, or we can assist you by reaching out on your behalf.
Shipping & Delivery
Can I use PO Boxes or parcel lockers for delivery?
A: Unfortunately, we can’t deliver to PO Boxes, parcel lockers, or collection points at this time.
Do you offer overseas shipping?
A: Yes, we ship to New Zealand, Japan, the US, and the UK. However, electric scooters cannot be shipped internationally due to battery restrictions.
What are the dispatch and shipping timeframes?
A: Typically, deliveries take 1-5 business days for most metro areas in Australia. Please note that orders with lithium batteries may take longer since air freight can’t be used.
Do you guarantee shipping timeframes?
A: While we aim to meet our delivery estimates, shipping times can be affected by things like carrier delays, customs processing, or supply chain disruptions.
What should I do if my delivery is late?
A: If your order hasn’t arrived after 2 business days past the estimated delivery date, please contact Direct Freight or reach out to our customer service team, and we’ll assist in tracking your shipment and resolving the issue.
2. Returns, Exchanges, and Refunds
How do I return a product?
A: You can return your purchase within 90 days to any Scooter Hut store for an exchange, credit, or refund (excluding shipping costs). Items must be unused and in "as new" condition, with e-scooters having less than 1km on the odometer.
What should I do if I received the wrong product or if something is missing?
A: If you’ve received the wrong item or something’s missing, please send a photo of the order, packing slip, and the items you received to our customer service team, and we’ll make it right.
Price Adjustments & Discounts
Do you offer price match or beat?
A: We’ll do our best to help! Contact your nearest store or call us to see how we can assist with price matching or beating.
Is there a discount for buying multiple scooters?
A: Yes, we can offer discounts on bulk purchases! Visit us in-store, and we’ll work out the best deal for you.
3. Payment and Credits
How do I request an invoice or pro forma?
A: Simply reach out to our customer service team with your full details (name, address, products, and quantities), and we’ll send the necessary documents.
How do I use in-store credits or gift cards?
A:
In-store Credits: Just provide your details at the register when making a purchase.
Gift Cards: Use the unique gift card number when shopping online or present it in-store.
What payment options do you have?
A: We accept various payment methods, including credit and debit cards, Shop Pay, PayPal, AfterPay, ZIP, PayPal in 4 (not available in-store), and Latitude.
4. Warranty and Servicing
Warranty Claims
How do remote customers handle warranty collections or repairs?
A: For customers who don’t live near a Scooter Hut store or don’t have easy access to one, we consider you a remote customer. In these cases, we can arrange a courier to collect your scooter. Simply submit your claim or repair request through our service & repairs page. If you no longer have the original box, please find a suitable replacement for shipping.
Will working on my e-scooter void my warranty?
A: General maintenance like inflating and changing tyres or tyre tubes, replacing grips, and adjusting brake callipers can be performed by the owner without voiding the scooter's warranty. However, if the scooter's internals need to be opened, any wiring exposed, or major repairs are needed, these services must be performed by one of our experienced technicians. If unsure, please call your local Scooter Hut store or our customer service team to confirm.
Servicing & Repairs
Do you service all scooter models?
A: We service all scooters from our current range. Check our service and repairs page for more details and booking options.
How often should I get my e-scooter serviced?
A: We recommend servicing your scooter every 6 months to keep it in top condition.
What’s included in a standard e-scooter service?
A: You can see all the inclusions of our services on our services and repairs page.
Can I get my scooter serviced if I didn’t buy it from Scooter Hut?
A: Yes, as long as the scooter is part of our current range of serviceable scooters, we’ll be happy to service it for you.
Do you offer mobile or on-site servicing where a technician comes to me?
A: No, we don’t provide mobile or on-site servicing. You’ll need to bring your scooter to your nearest Scooter Hut store for servicing by our team.
5. Product Information and Compliance
Do I need a licence to ride an electric scooter?
A: No licence is required to ride an electric scooter in Australia.
What is the minimum age to ride an electric scooter?
A: The minimum age requirement can vary from state to state. We recommend checking the laws and regulations in your state to confirm age and rider requirements. You can find the laws for your state here.
Are electric scooters legal in my state?
A: While you can buy electric scooters in every state, e-scooter laws vary from state to state. You can find the link to your state’s e-scooter laws here.
Can I ride an electric scooter in the rain?
A: Riding in wet conditions may void your warranty, so it’s best to avoid it.
6. Product Issues
What should I do if my order arrived damaged?
A: If your order arrives damaged, please email our customer service team with photos of the damage, and we’ll arrange a replacement or repair.
7. Click & Collect (C&C)
Who can collect my Click & Collect order?
A: Only the person named on the order can collect it. Be sure to bring proof of purchase and a valid photo ID.
How long do I have to collect my Click & Collect order?
A: You have 7 days to pick up your order. After that, we’ll refund the order minus a 10% restocking fee.
8. Additional Services
Do you offer trade-ins or rentals?
A: No, we don’t offer trade-ins or rentals at this time.
Do you assemble scooters?
A: Yes, if you purchase a scooter from us in-store, our team can assemble it, including a safety check. If you buy online, you can bring it to your nearest store, and we’ll assemble it for you.
9. E-Scooter Questions
What is the difference between standard/eco mode and faster mode on my e-scooter?
A: Standard/Eco mode is great for beginners or city riding, offering more control and saving battery life. Faster mode provides quicker acceleration and more power for riding up hills but uses up more battery.
How can I extend the battery life of my e-scooter?
A: You can head to our guide here, on how to maintain and maximise the life of your e-scooter battery.
10. Miscellaneous
My scooter is under recall, what do I do?
A: Please contact our recall team at recall@scooterhut.com.au, and they will assist you with the recall process.
A: Yes, you can reach out to our customer care team, and we will help you locate any available stock and arrange for it to be shipped to your address.
